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Great distribution and springs of the commitment in the service relationship: about cash in hand
[Al por menor y los resortes que participan en la relación de servicio: Sobre los enfrentamientos del cajón]

Author

Listed:
  • Mathias Waelli

    (EA MOS - EA Management des Organisations de Santé - EHESP - École des Hautes Études en Santé Publique [EHESP] - PRES Sorbonne Paris Cité, EHESP - École des Hautes Études en Santé Publique [EHESP], IDM - Institut du Management - EHESP - École des Hautes Études en Santé Publique [EHESP])

  • Philippe Fache

Abstract

For 20 years, the cashiers of the supermarket have been the subject of numerous investigations. However, customer relationship management has long remained in the shadow of wage relations and flexibility. The purpose of this article is to grasp what prompts the cashiers to engage in a service relationship. By relying on observations and stories of clashes with clients, it reveals common values that underlie the service practices of contact personnel. "Values" that originate outside organizations and that – paradoxically – are often thwarted by patterns of work recognition that focus primarily on productivity and control. From a managerial point of view, this contradiction constitutes today a major obstacle to the engagement of cashiers in the service relationship.

Suggested Citation

  • Mathias Waelli & Philippe Fache, 2017. "Great distribution and springs of the commitment in the service relationship: about cash in hand [Al por menor y los resortes que participan en la relación de servicio: Sobre los enfrentamientos de," Post-Print hal-03173649, HAL.
    • Handle: RePEc:hal:journl:hal-03173649
    DOI: 10.3917/rsg.285.0127
    as

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